CX Storytime, Tales from the Customer Journey

(From the Relationships at Work podcast) Ever felt like you’re "babysitting" your team instead of leading them? You’re not alone. Many leaders hit a point of frustration, but that feeling is a signal—an opportunity for reflection and growth.  In this episode, we explore why some leaders feel this way, what it says about their leadership approach, and, most importantly, how to shift from...

(From the Relationships at Work podcast)  Leaders often fall into the trap of short-term thinking, sacrificing employee growth and trust for immediate results.  In this episode, we dive into why being "too busy" is no excuse for neglecting your team’s long-term potential. Discover how quick fixes can backfire, leading to turnover, disengagement, and a toxic culture—and explore the transf...

(From the Relationships at Work podcast) In this episode, we explore the all-too-common leadership failure of undervaluing dedicated employees and their workloads. Inspired by a personal story of one woman who carried an unsustainable workload without recognition or support, we learn what happens when leadership waits for employees to quit before addressing systemic issues. We’ll discuss actionabl...

(From the Relationships at Work podcast) Change is exciting, but it’s also challenging—especially when leaders aim to create a new culture without understanding the one they’ve inherited. In this episode, we explore a story of leadership missteps and their lessons, featuring a tale of two Prime Ministers and the impact of mismatched visions and teams. We’ll discuss how leaders can bridge the gap b...

(From the Relationships at Work podcast) Are Gen Z’s workplace demands really the problem, or is it leadership's resistance to change?  In this episode, we break down common stereotypes about Gen Z and reveal how adaptability, transparency, and inclusivity can transform generational challenges into opportunities for growth. Maybe the real question isn’t about them—it’s about us. If you enjoy...

(From the Relationships at Work podcast) In this episode, we dive into the hidden dangers of the "working leader" mindset and its impact on organizations.  Why do so many leaders get bogged down in tasks, leaving no space for strategy, vision, or empathy? We explore how this approach leads to burnout, inefficiency, and short-term thinking—and what organizations can do to redefine leaders...

(From Relationships at Work podcast)  Leadership is messy because leaders are human.  In this episode, we explore how to navigate the inevitable disappointments of leadership—whether as the one leading or the one being led. From missed expectations to tough decisions, we'll unpack why these moments happen, how to build trust through self-awareness and accountability, and how to foster underst...

(From the Relationships at Work podcast) In this episode, host Russel Lolacher tackles  the pervasive issue of "checked-box leadership" in leadership training — when organizations send employees to leadership programs without a strategic plan for continued growth.  Education and professional development are vital, but without follow-up, support, and real opportunities to apply new skills...

(From the Relationships at Work podcast) In this episode of Relationships at Work , host Russel Lolacher shares key insights and observations about one of the most common challenges in the workplace—employees feeling undervalued.  We highlight the critical signs leaders should be aware of, from disengagement to burnout, and offer practical steps to address these issues. Join us as we explore how t...

(From the Relationships at Work podcast)  In this episode, we dive into the concept of moral imagination as an antidote to the arrogant assumptions that can easily creep into leadership. Inspired by Jacqueline Novogratz's book Manifesto For A Moral Revolution , we explore how leaders can envision a more just and inclusive future by embracing humility, empathy, and authenticity. We'll dis...

(From the Relationships at Work Podcast) In leadership, even the best-intentioned among us can fall into the trap of making assumptions, often without realizing it. This week, we’re diving into a common leadership pitfall: the arrogant assumption. Inspired by Jacqueline Novogratz's Manifesto for a Moral Revolution , I explore how these assumptions can impact our teams, business relationships,...

(From the Relationships at Work podcast) You’ve defined your values. But are you still living them — or just assuming you are? In this episode of Relationships at Work , we unpack the overlooked side of values in leadership. Not the usual “define your top five” — but the deeper, messier question of alignment. Are your values still showing up in how you lead, decide, and interact? Or have they quie...

(From the Relationships at Work podcast) Is the traditional leadership culture broken? In this episode, we explore the fractured state of leadership from the executive level to emerging leaders. Learn why organizations reward productivity over people skills and discover how leaders at every level can take control and redefine what leadership truly means for a thriving workplace culture. Empower yo...

(From the Relationships at Work podcast) Are you tired of surface-level solutions to deep-seated workplace issues?  In this episode, we dive into why traditional reactions like reprimanding a bad boss or throwing pizza lunches at disengaged employees only address symptoms, not the disease. Discover how focusing on root causes—like toxic cultures, poor management practices, and systemic flaws—can l...

(From the Relationships at Work podcast) In a world where leaders often feel pressured to have all the answers, it’s easy to fall into the trap of faking it. But what if the real power of leadership lies in admitting when you don't know?  In this episode, we tackle the toxic advice many leaders receive—lie if you don’t know—and why embracing vulnerability is the key to building genuine trust....

From the Relationships at Work podcast Before you can build the work culture you envision, do you truly understand the culture you have now? In this episode of Relationships at Work , we explore the importance of taking a hard look at your current organizational environment before setting future goals. Using real-life examples, we discuss why leaders often fail to transform their teams and how too...

In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher highlights the importance of prioritizing small gestures before big moments at work.  Big events at work are great. It's an opportunity to bring everyone together, connect in new ways, hear from leadership, have presenters sharing new ideas. They're awesome. But without a foundation bu...

In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher asks us to maintain relationships even through significant change. Change is a part of the work world, whether it's as big as a merger or reorganization of a company or as traditional as moving teams or getting a new job. Great leaders understand that relationships are integral to the emplo...

In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher explores how leadership should and shouldn't respond to tragedy from their teams. Not so long ago, Russel experienced a personal tragedy, which inspired his curiosity on how leaders and workplace cultures handle those moments.  He provides real-world examples of good and bad experiences bef...

In this episode from the Relationships at Work podcast, communications and leadership nerd (and host) Russel Lolacher provides a recap of attending Workhuman LIVE in Austin and his favourite takeaways. Russel shares the future of work leadership from Brene Brown, the lessons Baratunde Thurston learned when he discovered his mom wasn't perfect, the importance of intention and impact with consi...

In this episode of Relationships at Work, Russel chats with executive coaches and consultants John Volturo and Peter Gandolfo on the challenges faced by the LGBTQIA+ community at work and steps needed to be more inclusive. John and Peter share their thoughts, stories and experience with... The challenge of the rainbow glass ceiling. Who is responsible for diversity and equity in an organization. W...

In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher shares a story of how dismissive language can happen at work and how we can stop using it. Russel tells the story of how leaders can dismiss employees, even when those employees are being honest and vulnerable, and what that dismissal can actually communicate to the larger organization. Curiosit...

In this episode of Relationships at Work, Russel chats with leadership development consultant Janet Livingstone on creating connection and culture with remote and hybrid teams. Janet shares her thoughts, stories and experience with... The challenges created by remote and hybrid work. Is resistance to remote work generational? The connection of mental health and remote work. Where to start when lea...

In this episode of Relationships at Work, Russel chats with keynote speaker, consultant and analyst  Justin Robbins on addressing employee apathy in the workplace - as a leader, as an organization and as an individual. Justin shares his thoughts, stories and experience with... The definition of power. How authority and influence play a role in power. Why "leading from the front" is nonse...

In this episode of Relationships at Work, Russel chats with author and leadership coach-mentor  Dr. Stephen Barden on how we can learn to balance power to improve the workplace and the dangers of its misuse. Stephen shares his thoughts, stories and experience with... The definition of power. How authority and influence play a role in power. Why "leading from the front" is nonsense. How p...